Head of Strategy and Operations

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Operations Platform team is the engine scaling Stripe’s Operations organization and transforming our user experience through our multi-year vision and strategy execution. As the senior strategic adviser for the Operations organization, the Head of Strategy & Operations will be partnering closely with our Head of Operations, the Operations Leadership team, Product and Engineering to build and deliver an exceptional user experience while helping Stripe manage its growth efficiently. 

What you’ll do

In this expansive senior leadership role, you’ll be leading a team of global program managers to develop the strategy for our customer support experience across: all products (Connect, Subscriptions, Terminal, etc), all markets (46+ countries), all channels (phone, chat, email), all customer types (merchants, consumers), all user profiles (developers, finance teams, risk teams, customer support teams, C-suite, etc.), all touch points (self-serve and agent experience), and all support offerings (reactive, proactive). You’ll be defining the Operations user experience operating model and incubating teams and programs to ensure that we can scale to meet Stripe’s ambitions. Today, our Operations organization has 3K support agents. With Stripe’s year-over-year exponential user growth, you’ll be evolving and executing our support strategy ahead of our hockey puck growth. 

Responsibilities

• Building and executing data-driven strategies for Operations (e.g. similar to GMs, success is measured through hitting metrics targets)
• Scoping and executing large, multi-quarter projects to provide our users and customer support agents with technology, training, and knowledge/workflows solutions that improve top-line metrics (e.g. CSAT, first response resolution, first response service-level agreement, contact rate, productivity, etc)
• Incubating new functions and processes for the Operations organization

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• Experience in strategy, management consulting, business operations, operations program management, finance or corporate strategy
• Experience managing and developing senior program managers, and managing managers
• Experience working with customer-facing teams (e.g. customer support, sales, partnerships, professional services, etc.)

Preferred qualifications

• Experience building teams across multiple locations
• Ability to hire, train, and coach a high-performance operations team
• Ability to build relationships with cross-functional partners, especially with engineering and product management
• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• Skilled at tackling ambiguous problems and defining and executing strategies that clarify the problems and deliver quantifiable business impact
• Strong critical thinking and data-analysis skills with experience navigating large data sets
• Excellent communication skills with experience articulating complex topics in an easy-to-consume way
• A familiarity with APIs